Job Description

About Croft Croft is a leading Managed Service Provider (MSP) dedicated to transforming the technology and managed services industry. We are renowned for delivering cutting-edge solutions in business mobiles, phone systems, broadband, IT services, cyber security, hosted telephony, contact centres, and IT hardware repair. Our extensive client portfolio includes prestigious organizations such as Laurent Perrier, Matalan, Smith & Nephew, Hilton Hotels, and Ted Baker as well as a large number of Educational Establishments. We are committed to strategic growth through acquisitions, aligning with companies that share our vision for excellence and innovation. Join Croft as we embark on an exciting phase of our journey, combining the agility of a startup with the stability of an established leader. The successful candidate will join a growing, pro-active, and highly motivated team responsible for network infrastructure, servers, data security, daily administration tasks and end user support. What we need from you as a 3rd Line ServiceDesk Analyst:

• At least 3 years\xe2\x80\x99 experience in either a support desk or field engineer role
• Excellent communication skills are essential, either face to face or over the telephone
• Possess accurate and clear reporting to end users and management tiers
• Have a background in client administration and support
• Have knowledge in network and server administration and support
• Have excellent customer service skills
• Be able to provide a secure, high-performance, reliable service to sophisticated and demanding end users
• Aid the ServiceDesk management team where required.
• Share skills and experience with the team.

Experience is essential for the following technologies:

• Microsoft Windows Desktop & Server Operating Systems inc. Active Directory
• Microsoft Office 365 and SharePoint Administration
• Hardware Firewall Technologies Administration along with VPNs
• Remote Desktop technologies (Citrix / RDS / AVD)
• Hypervisor Technologies (Hyper-V / VMware)
• Microsoft Exchange and Exchange Online
• Managing RMM tools inc. actions, alerting and reporting
• Advanced Troubleshooting and diagnostic experience via logs and reports
• Office 365 Advanced Security inc. Sensitivity, Labelling, DLP, Conditional Access
• Backup Technologies and Troubleshooting

What the role involves: The role requires the successful candidate to aid in Tier 1 & Tier 2 support requests and administer Tier 3 requests, with accurate call logging and relevant escalation. The role will require working closely with the other ServiceDesk team members and line management whilst sharing experience and skills where applicable. The Role is based in Hertford, Hertfordshire Salary/hours: \xc2\xa328k to \xc2\xa335k per annum (dependant on experience).
Working business hours Monday to Friday \xe2\x80\x93 37.5-hour week. Benefits:

• Holiday: 25 days plus Bank Holidays
• Company Pension scheme
• Access to Company Benefits scheme inc. Private Healthcare
• Business mileage where applicable

Job Types: Full-time, Permanent Salary: \xc2\xa328,000.00-\xc2\xa335,000.00 per year Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• On-site parking
• Work from home

Schedule:

• Monday to Friday
• Overtime

Ability to commute/relocate:

• Hertford, SG13 7NN: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)
• Technical support: 3 years (preferred)

Work Location: In person